Vendor Specialist

TRUST AND SAFETY

What We Do

The Epic Trust and Safety team provides a safer experience for Epic users. We work across multiple products and services to improve technology and craft transparent policies so our players and users can have positive experiences on our platforms.

What You'll Do

As a Vendor Specialist in Epic Games Trust, Safety and Support department you will be at the forefront of ensuring fully compliant and safe player and creator experiences by managing and fostering highly efficient relationships with our vendor partners. You will assist our management team with daily operations, ensuring alignment with Epic’s policies and standards for excellence. You will be the primary point of contact and responsible for nurturing a collaborative environment that fosters innovation, efficiency, and quality. You will identify processes, management, tools, and data improvements and partner with internal and external teams to eliminate gaps and improve performance. You will support the management of vendor partners to create a consistent top-quality support experience.

In this role, you will

• Act as a regular point of contact for the Vendor Management Team at HQ
• Help facilitate the relationship to IT and other necessary shared functions
• Work with all of Epic Support to maintain a consistently high-quality bar in front-line operations
• Assist with daily communication with vendors to solve operational problems
• Assist the management team in their efforts to manage the performance of our partners
• Assist in identifying and solving problems in processes and procedures
• Contribute to other project work for the continuous improvement of the regular use of tools, such as the CRM, LMS, and QC Tool

What we're looking for

• 2+ years of experience in frontline service organization as a contact center manager or working with globally managed service providers
• Evidence of ethical and effective leadership and management
• Evidence of strong cross-functional collaboration, especially with remote global teams
• Experience with large-scale process improvement, performance management, and quality management
• Experience with frontline operations in customer service, content management, and with managing highly sensitive content
• Experience with data analysis, Excel, and Google Sheets
• Understanding of BPOs

This role is open to multiple locations across the US (including CA & NYC).

Pay Transparency Information

The expected annual base pay range(s) for this position are detailed below. Each base pay range is relevant only for individuals who are residents of or will be expected to work within the specified locale. Compensation varies based on a variety of factors, which include (but aren’t limited to) things such as skills and competencies, qualifications, knowledge, and experience. In addition to base pay, most employees are eligible to participate in Epic’s generous benefit plans and discretionary incentive programs (subject to the terms of those plans or programs).